Customer Success Manager, Toolio
$75-100k
+ Bonus + Equity
Merchandising and inventory planning software platform
Open for applications
Merchandising and inventory planning software platform
21-100 employees
Open for applications
$75-100k
+ Bonus + Equity
21-100 employees
Company mission
To help retailers navigate the complex, competitive and ever-changing retail landscape.
Role
Who you are
- We are looking for a Customer Success Manager, with strong project management skills to join our growing team
- The ideal candidate will be diligent and detail-oriented, capable of managing multiple complex projects simultaneously
- You are a dynamic, highly-motivated individual who loves rolling up their sleeves and wearing multiple hats
- This is an exciting opportunity to help shape customer engagement processes and project rigor for a growing, early-stage startup
- 2 to 4+ years of customer success and/or project management experience, ideally in a SaaS environment
- Strong project management background including resource planning, data implementations, risk mitigation, and navigating complex requirements
- Excellent analytical, problem-solving, and relationship-building skills
- Superior written and verbal communication abilities, with aptitude for presentations
- Ability to manage multiple complex projects simultaneously, while delivering excellent client experiences
- High attention to detail and organization in documentation, planning, and tracking
- Self-motivated with capability to take ownership and drive results
- Background in retail, merchandising or buying workflows a plus
- Experience working in a high-growth startup environment valued
- You are highly organized and detail-oriented, capable of managing multiple complex projects smoothly
- You are diligent in setting schedules, meeting deadlines, and tracking progress
- You proactively identify potential issues and drive mitigation plans
- You are a clear, empathetic communicator across written, verbal, and presentation formats
- You are persistent in the face of obstacles - you continue to innovate solutions and push initiatives forward
- You are self-motivated and goal-oriented, seizing opportunities as they arise rather than waiting
- You have a passion for helping businesses transform operations through strategic use of technology
- You are curious and will thrive as part of a team of smart, motivated, and collaborative professionals
What the job involves
- You will work closely with our clients, a range of leading companies in the retail space, to ensure they are effectively leveraging Toolio to maximize value
- You will serve as a trusted advisor, managing clients from initial implementation and onboarding through ongoing optimization
- In this role, you will provide hands-on project management, coordinating cross-functionally with our team to keep complex implementations on time, within scope, and on budget
- Responsibilities include creating detailed project plans and timelines, assessing requirements, identifying risks, and proactively driving mitigation plans
- You will also lead monthly, and quarterly success reviews, identifying adoption trends and expansion opportunities
- Additionally, you will contribute to building our processes around driving adoption, project delivery, and the overall customer lifecycle
- You will report directly to Toolio's VP of Customer Success and work alongside two other CSM
- Own and manage the entire customer lifecycle including the implementation and onboarding project management, success planning, and driving adoption for maximum customer value
- Lead Customer Implementations: Manage onboarding projects in collaboration with customers and internal teams. Define project goals, document detailed project scopes and plans, identify risks, and customize launch strategies for successful engagements (typically 16-26 weeks)
- Project Management: Track progress, adjusting schedules and resources to reflect progress. Report on achievements, risks, issues and mitigation plans
- Customer Engagement: Build trusted advisor relationships with every customer interaction. Schedule and facilitate meetings with clear agendas, action items, and notes
- Customer Advocacy: Contribute to customer specific product marketing activities (i.e. case studies, references, referrals, blog posts)
- Training & Support: Develop processes and content to enable self-service onboarding and ensure user adoption. Provide ongoing troubleshooting and optimization support
- Reporting & Expansion Planning: Share customer progress and achievements cross-functionally. Collaborate with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage
- Cross-Functional Partnerships: Work closely with Sales, Product, Engineering, etc. to deliver maximum value. Advocate as the voice of the customer
Our take
New York-based Toolio offers its cloud-based merchandising and inventory planning software that enables retailers to improve their merchandise planning. Using the platform, retailers can efficiently decipher what products they should have and when is best to have them.
When a business runs out of inventory, not only does it miss out on sales of popular items, but it can take a while to get these fast-selling items back in stock. Whilst working at Walmart, the founders of Toolio noticed - firsthand - inefficiencies with supply chain and merchandising planning. They have swapped out the spreadsheet-driven system for one that is data-driven, building the next planning platform.
Founded in 2019, the company has already seen impressive growth and now intends to scale other retailer vertices. It invested 2021 funding into adding new product modules like supply chain and materials resource planning through expanding its ecosystem of integrations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
31% female employees
Company
Funding (2 rounds)
Oct 2021
$8m
SERIES A
Mar 2019
$2.3m
EARLY VC
Total funding: $10.3m
Company benefits
- Unlimited PTO (suggested minimum of 15 days)
- Fully remote
- Medical, Dental, Vision
- Annual Learning & Development Stipend
- WFH/Home office stipend
- 401K
Company HQ
Williamsburg, NY
Leadership
Eytan Daniyalzade
(CEO)Previously co-founded Stylr, which was acquired by Walmart, where they served as Director of Omnichannel Engineering. Experience as a Senior Software Engineer for Adap.tv and Chartbeat.com.
Berk Atikoglu
(CTO)Previously co-founded Stylr, which was acquired by Walmart, where they served as Director of Engineering. Experience as a Software Engineer Intern for Cisco and Facebook.
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